Business Commons^™

National Hospitality Conference 2010: A Report, James Peter Murphy

Reports

Theme of the Conference – Seizing the Opportunities

The Role Of The Customer As A Quasi-Employee In Service Organisations: A Research Agenda, Jennifer Lawlor

Books / Book chapters

The travel, tourism and hospitality sectors are increasingly encouraging customers to act as quasi-employees by inviting and/or requiring them to adopt a range of technology-enabled services or self-service technologies (SSTs), i.e. ‘technological interfaces that enable customers to produce a service independent of direct service employee involvement’ (Meuter, Ostrom, Roundtree and Bitner, 2000:50). Specific examples in these sectors include self-check-in online, ‘bag and tag’ facilities at airports, and electronic kiosks for accommodation booking purposes. Inherent in the use of SSTs is the requirement for the consumer to learn about and develop familiarity with such technology.

The Winding Stair Sample Christmas Dinner Menu, 2010, Winding Stair Restaurant

Menus of the 21st Century

The Winding Stair Restaurant is located at 40, Lower Ormond Quay Dublin on the north side of the river Liffey beside the Ha’penny Bridge. The proprietor is Elaine Murphy. The Winding Stair started life as a bookshop and café which was a popular meeting spot in Dublin during the 1970s and 1980s. The café closed in 2005 and in 2006 the current proprietor re-opened it as a restaurant.

“The bookshop, located on the ground floor, was retained as were many of the old bookshelves, photos and memories. The room retains its timeless charm with stripped wood tables and floors, and …